Fans of the popular mobile game Umamusume: Pretty Derby have been met with disappointment after the game's first U.S. concert tour was abruptly canceled. The cancellation, attributed to difficulties in obtaining necessary visas for performers, has left many fans distraught. In response, developer Cygames has announced an unusually generous refund policy, extending beyond event tickets to cover associated travel and accommodation expenses.
The Umamusume: Pretty Derby concert series was intended as a celebration for the game's dedicated player base, which has grown significantly since its 2025 release. The game, which features anime-style characters based on horses competing in races, has achieved considerable success, even winning mobile Game of the Year at last year's Game Awards. The concert tour was seen as a "victory lap" for fans to commemorate over a year of the sports anime life sim gambling experience.
However, Cygames announced just before the scheduled events that it could not secure the required paperwork for its performers to enter Los Angeles. This news led to significant fan backlash, with some expressing heartbreak and others attributing the situation to the U.S. visa process or perceived poor planning by the development team. One fan on X (formerly Twitter) commented that Cygames "dropped the ball" by not settling visa paperwork earlier and expediting the process.
While Cygames had always planned to refund ticket purchases, the company expanded its commitment on October 21. The new policy states that Cygames will reimburse cancellation fees for flight and lodging reservations made by fans traveling to Los Angeles specifically for the concert. Furthermore, for those who had already traveled to the city, the company will cover incurred travel and lodging expenses that meet specific reimbursement criteria.
The concert tour's next scheduled stop is London, though dates are yet to be confirmed. The expanded refund policy may offer some solace to fans affected by the cancellation and potentially assist them in planning for future events.